Middle Technical Support Analyst (L2/L3, Production Support)

Location: São Paulo, Brazil Why Join Exadel We’re an AI-first global tech company with 25+ years of engineering leadership, 2,000+ team members, and 500+ active projects powering Fortune 500 clients, including HBO, Microsoft, Google, and Starbucks. From AI platforms to digital transformation, we partner with enterprise leaders to build what’s next. What powers it all? Our people are ambitious, collaborative, and constantly evolving. About the Client A premier global asset servicing provider. The company offers a comprehensive suite of financial solutions, including custody, fund administration, and middle-office services for institutional investors and corporate clients. Leveraging a strong presence across Europe and Latin America, the organization focuses on delivering scalable, technology-driven operations that ensure regulatory compliance and operational efficiency in the global securities market. What You’ll Do Provide L2/L3 technical support for applications and systems supporting multimarket fund administration and related operations. Monitor, analyze, and troubleshoot production incidents, ensuring timely resolution according to established SLAs. Perform detailed investigation of application issues, identifying root causes and potential impacts. Analyze application logs, database information, interfaces, and system behavior to diagnose incidents. Use SQL to query databases, validate transactions, investigate inconsistencies, and support incident analysis. Troubleshoot APIs and system integrations, including request/response analysis and interface failures. Understand application architecture, data flows, integrations, and dependencies between systems. Have basic programming knowledge to understand application logic, analyze code when necessary, and support technical investigations. Work closely with Development teams to reproduce issues, provide technical evidence, and support bug fixing. Support incident, problem, and change management processes. Perform root-cause analysis (RCA) and document technical findings and corrective actions. Identify recurring incidents and contribute to continuous improvement and system stability. Support production deployments, releases, and post-deployment validation when required. Interact with Business and Operations teams to understand functional impacts and translate business problems into technical investigations. Maintain accurate technical documentation, troubleshooting procedures, and knowledge-base articles. What You Bring Proven experience in application production support and incident troubleshooting. Good knowledge of SQL, including querying and analyzing relational databases. Basic to intermediate knowledge of programming concepts and ability to understand application logic and source code. Experience analyzing application logs, error messages, stack traces, and system behavior. Understanding of application architecture, interfaces, data flows, and distributed systems. Experience with incident management, problem management, and root-cause analysis. Strong analytical and troubleshooting skills. Ability to work with multiple technical teams to resolve complex production incidents. Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Solid mid-level experience in technical application support, production support, systems analysis, or a similar role. Previous experience supporting financial services applications is highly desirable. Experience in a 24x7 or business-critical production environment is a plus. Nice to have Practical knowledge of REST APIs, HTTP, JSON/XML, and system integrations. Experience with investment funds, asset management, fund administration, or financial markets. Understanding of multimarket funds (Hedge Funds) and their operational processes is highly desirable. Knowledge of fund lifecycle, transactions, positions, portfolio information, NAV, reconciliation, or related fund administration processes is a strong plus. Familiarity with financial systems and integrations between fund administration, accounting, portfolio management, and external platforms is desirable. English level Intermediate Location: São Paulo, Brazil. Work type: In-person Legal & Hiring Information Exadel is proud to be an Equal Opportunity Employer committed to inclusion across minority, gender identity, sexual orientation, disability, age, and more Reasonable accommodations are available to enable individuals with disabilities to perform essential functions Please note: this job description is not exhaustive. Duties and responsibilities may evolve based on business needs Compensation details are shared with candidates at the early stage of the recruitment process. The offer is not binding until a signed contract is in place. Your Benefits at Exadel Exadel benefits vary by location and contract type. Your recruiter will fill you in on the details. International projects In-office, hybrid, or remote flexibility Medical healthcare Recognition program Ongoing learning & reimbursement Well-being program Team events & local benefits Sports compensation Referral bonuses Top-tier equipment provision Exadel Culture We lead with trust, respect, and purpose. We believe in open dialogue, creative freedom, and mentorship that helps you grow, lead, and make a real difference. Ours is a culture where ideas are challenged, voices are heard, and your impact matters.